Service Transition Lead

• Jul 2022 - Present

Company Director/Consultant

• Dec 2013 - Jan 2023

Provide full ITIL lifecycle consultancy, Project Management and Business Analysis to businesses. Provide full ITIL lifecycle consultancy, Project Management and Business Analysis to businesses.

Service Design Lead

• Apr 2022 - Jun 2022

Service Designer

• Sep 2021 - Mar 2022

Service Design & Transition Lead

• Feb 2021 - Jul 2021

IT Service Transition Manager

• Oct 2019 - Feb 2021

Service Design & Transition Manager

• Mar 2019 - Sep 2019

IT Service Design & Transition Manager

• Dec 2018 - Mar 2019

IT Service Design & Transition Manager

• Oct 2017 - Nov 2018

Transition Project Manager

• Jul 2017 - Oct 2017

Service Design/Transition Consultant (Contract)

• May 2015 - Jun 2017

Service Management/Introduction Consultant (Contract)

• Jun 2014 - May 2015

Deliver ITIL processes to enable service introduction from key projects into business as usual support; projects include telephony platform upgrade, desktop estate upgrade from XP to Windows 7, WAN migration and Data Centre migration.

Service Transition Consultant (Contract)

• Dec 2013 - May 2014

Lead the Service Transition activity on assigned projects for delivery of new and existing IT Services into Operations/BAU ensuring they can be supported and maintained to agreed standards utilising Business Analysis methodologies.

IT Service Delivery Lead

• Jul 2011 - Aug 2013

Lead the delivery of the Service Management functions within Thomas Cook Scheduled Businesses, providing the contact point between IT and the business to deliver high levels of service and overall business design and transition of services. Own the relationship with key suppliers and 3rd party offshore IT functions including regular service reviews. Lead the delivery of the Service Management functions within Thomas Cook Scheduled Businesses, providing the contact point between IT and the business to deliver high levels of service and overall business design and transition of services. Own the relationship with key suppliers and 3rd party offshore IT functions including regular service reviews.

Service Transition Manager

• Jul 2010 - Jun 2011

Deliver the transition of services into single portfolio including discovery, rationalisation and packaging for delivery. Defined and delivered IT and business service catalogue including centralised SLA's and KPI's Deliver the transition of services into single portfolio including discovery, rationalisation and packaging for delivery. Defined and delivered IT and business service catalogue including centralised SLA's and KPI's

IT Operations Manager

• May 2008 - Jun 2010

Line Management responsibility for the IT Service Desk, Infrastructure Team, Applications Support, SQL DBA and Test Teams (Direct Line Management for team of 45 staff) reporting directly to the Group IT Director, providing 24/7 support to all live services and web booking engines, including transition of developments into the live environment.

IT Service Desk Manager

• Nov 2007 - May 2008

Manage the IT Service Desk Team of 7 technicians, responsible for providing the single point of contact to the business for reporting all IT related incidents/requests, covering 7 days a week, 365 days a year on a shift basis. Key role to deliver excellent customer service, define and implement best practice processes, provide leadership to the Service Desk team and to develop and mentor staff in line with defined objectives and development plans. Provide visibility of Major Incidents to Key Stakeholders and a clear escalation path. Show less

1st/2nd Line Support Engineer

• Feb 2002 - Nov 2007

Responsible for the daily support and maintenance of the desktop (600+) and server (150+) estates, desktop OS – XP, server OS – 2003. Resolution of desktop, application/software, printing and telephony issues raised via IT Helpdesk, also software and hardware installations and support of telephony infrastructure and printing solutions. Provide a fully auditable Configuration and Asset database to control hardware and license costs.

1st Line Desktop Support Team

• Jul 2000 - Feb 2002

Responsible for providing 1st line IT support to BAE users located in Warton and Samlesbury totalling in the region of 12,000+ desktop estate, end to end management of incidents; logging, resolving, providing regular updates, fault queue management, technical first call fix and resolution within SLA/KPI’s. Responsible for providing 1st line IT support to BAE users located in Warton and Samlesbury totalling in the region of 12,000+ desktop estate, end to end management of incidents; logging, resolving, providing regular updates, fault queue management, technical first call fix and resolution within SLA/KPI’s.

Application Support - Team Leader

• Nov 1998 - Jul 2000

Responsibilities for providing telephony support for PC Helpline customers which included Benefits & Employment Agency staff. Main duties included; resolving desktop and application issues on Windows 95 and Windows 3.11 environments; support for the government service updates. Responsibilities for providing telephony support for PC Helpline customers which included Benefits & Employment Agency staff. Main duties included; resolving desktop and application issues on Windows 95 and Windows 3.11 environments; support for the government service updates.